What type of claims are eligible for submission?

ShipNetwork allows clients to submit claims for a range of shipping-related issues, including lost, stolen, or damaged goods. As a trusted 3PL provider that prioritizes accuracy and accountability, we’ve designed our claims process to help eCommerce brands resolve delivery exceptions quickly and transparently while protecting their bottom line.

Eligible claims typically fall into three major categories:

• Lost shipments: These are packages that never arrive at their destination and cannot be tracked beyond a certain transit point. Whether due to carrier mishandling, incorrect routing, or scanning failures, ShipNetwork will investigate and process claims when confirmed as undelivered.
• Stolen packages: In cases where a carrier marks a package as “delivered” but the customer reports it missing, ShipNetwork can assist in filing a claim. These claims are subject to additional verification such as delivery scans, GPS data, and customer affidavits.
• Damaged goods: If a customer receives an order with physical damage—such as broken items, leaking containers, or defective packaging—clients can file a damage claim. Supporting photos and packaging information may be required for a thorough assessment.

Each claim submitted to ShipNetwork is reviewed in accordance with both our internal service agreement and the specific policies of the final-mile carrier (e.g., UPS, USPS, DHL, or regional partners). This ensures a standardized yet carrier-compliant approach to resolution.

ShipNetwork’s claims process is managed through our support portal, where clients can:

• Log new claims with detailed documentation
• Track claim status and resolution timeline
• Communicate directly with the support team handling the investigation

Turnaround times may vary by carrier, but ShipNetwork aims to resolve most claims within 10–15 business days. We work closely with fulfillment and carrier teams to validate details, expedite responses, and when approved facilitate reimbursement or replacement options in a timely manner.

Importantly, ShipNetwork encourages proactive packaging and shipping best practices to reduce the chance of claims in the first place. Our team provides guidance on product protection, shipment labeling, and risk mitigation for high-value items, which helps protect both your brand and your customer satisfaction scores.

By offering a clear and fair claims process, ShipNetwork gives eCommerce brands the assurance that if something goes wrong in transit, they have a logistics partner ready to help make it right.